Salesman very friendly and informative. Allowed us to take car away on our own

Dear Customer Relations,I am writing to make a formal complaint regarding my recent experience purchasing a vehicle from your Ayr dealership.I purchased a vehicle that was advertised with diamond-cut alloy wheels. I made it clear to the dealership from the outset that I needed a replacement vehicle urgently as my previous car had been written off. I was assured that this would not be a problem and that, if the vehicle was not prepared to the required standard in time, I would be provided with a courtesy car until it was ready.Yesterday, Campbell contacted me to advise that the alloy wheels were being refurbished. He asked whether I wanted them finished in the original diamond-cut style, silver, or black, explaining that some customers preferred black alloys. I clearly stated that I wanted the wheels in the original diamond-cut finish, as this was the specification in which the vehicle had been advertised and the reason I agreed to purchase it. Campbell confirmed this.Today, however, I experienced what I can only describe as relentless pressure to transfer £14,000 to complete the purchase before I had even seen the vehicle. My finance had already been approved and the deal had been agreed, yet I was repeatedly contacted throughout the day demanding payment. I found this behaviour completely unacceptable and felt harassed.Campbell insisted that I attend the dealership today, stating it had to be done before he went off for the weekend. I travelled to Ayr during peak traffic, only to discover that the vehicle had been fitted with silver-painted alloy wheels rather than the diamond-cut wheels I had specifically requested and which had been advertised. Campbell then accused me of requesting silver wheels, which is categorically untrue.Furthermore, Campbell requested and received all of my finance documentation in order to progress the sale and arrange collection. At no stage did I request silver wheels, and I believe the recorded telephone conversations will clearly demonstrate this. I would therefore like these calls to be reviewed as part of your investigation.This entire experience has been extremely disappointing and falls well below the standards I would expect from the Audi brand. I would appreciate a full investigation into this matter, including a review of the recorded calls, and an explanation as to how this situation occurred. I also request confirmation of how Audi intends to resolve this matter, including ensuring the vehicle is supplied in the specification that was advertised and agreed.This has now left me no choice but to purchase a car from Lookers in Newcastle at £1,000 extra, I am a nurse who does shift work and now on nightshift for 2 months and will have to take time off to collect the vehicle.I would also like to raise a serious concern about the way I was treated at the dealership. As a young female customer, I left feeling that I had been taken advantage of and subjected to unnecessary pressure. What made the situation even more upsetting was that this discussion was not conducted privately in an office. Instead, it took place on the showroom floor in front of the sales team, management and other customers. I found this humiliating and deeply embarrassing. No customer should be made to feel pressured or publicly challenged in this way when purchasing a vehicle.I understand the head of business is currently on holiday, I would like a contact who is currently standing in.I am now left in a position with no money to go and purchase a new car this weekend and a finance agreement within my name going against me for another deal.I look forward to your prompt response.Yours faithfully,Jess

Seamless transaction, excellent professional attention from Michael Yandell, only critical comment a great deal of paperwork, however overall 12 out of 10A-RA- BESTJohn Eyres

For some time my car engine has been cutting out (for approximately 3 months) when driving slowly (5mph and less), also when stopped in traffic and traffic lights it will cut out and I will get the message to start the ignition. This was and is proving hazardous.I phoned for a repair date and was informed that a replacement car would be £35. My car is 9 months old with 3176 miles on the clock. I find it disturbing and disappointing that this was and is still happening on a new car.I have been a loyal Lookers customer for 14 years and during that time have purchased 5 Audi A3's.I would have expected to be supplied with a car or my car collected due my existing car's age.Also, as the car is a safety concern, I would have expected a sooner repair date. my date is 30th July.I look forward to your response in the next 7 working daysRegardsBrian

Campbell is Sales was excellent. He went the extra yard to try and close the deal.

My car was booked in today 11th June at Ayr for a full service/oil change and central locking fault.my appointment was 10am however i had been into the dealership a few weeks ago and asked if i could drop my car off at 8 as i needed to get a lift to the station from my son on his way to his work and was told that was fine, when i arrived at 10 past 8 this morning the receptionist was not happy and said i should have not been told this as there are other people to be booked in before me, after a few minutes and being told to take a seat and wait the fella sitting at the service area said would book me in.I phoned at 14:48 for an update as i hadn't had any correspondence i was told Cheryl was my service person and she was on another call but would phone me back, fast forward 2 HOURS i phoned again 16:58 to see if my car was ready, i was put on hold while the receptionist found out and said it was ready, i said i would get a lift over and collect my car, now i'm 30 minutes drive to Ayr and needed to get my daughter-in-law to come for me i managed to get to Ayr at 17:56.At 17:24 i received a text to say the health check had shown a nail in drivers rear tyre, should this not have been something that should have been a phone call during the day to at least offer having not just the tyre with a nail in replace but all tyres as there all close to the legal limit, i brought this up with Cheryl who said would i like to speak to the workshop manager and i said yes definitely however when he came over and listened to my issues his reply was "well we've been busy and short of staff" I'm sorry but that is not good customer service, and the loss of 4 tyres as i will now get them supplied and fitted elsewhereI feel as though I've been treated like a second class citizen by each staff member I've dealt with today, I've been a loyal customer since 2015 and have purchased 7 car from yourselves and never in all these years have i experienced such bad customer service which in my experience was diabolical from start to finish.This has definitely made my mind up and i will never deal with Audi again i will now look at your competitors for my next car.

Campbell (Sales) was exceptional. He did everything asked of him in a very timely fashion. He is a credit to the brand.

Our first experience with audi was very good the sales rep George was extremely knowledgeable on all the audi cars

Interested in two vehicles only one of which was in the showroom. Was to receive a phone call to advise that the outstanding vehicle had returned from the use it was being put. That phone call was never received.

When I booked vehicle in for repair I was told that I would be charged £150 for diagnosis of fault,I pointed out that my vehicle had Audi all in warranty,I was then told that this charge didnt take into account of any warranty but if fault was covered there would be no charge.The vehicle required a software update which was covered under warranty, when my wife collected vehicle she was presented with a charge of £150.I have spoken to Audi all in and they have confirmed diagnosis and software updates are covered,but to date no claims have been made for this?Any further information you require I would be happy to provide.